The CAM-CCBC was a pioneer in obtaining the certification of its Quality Management System based on ISO 9001 standard in 2004. The international seal attested the quality of the Center procedures in the arbitration administration. Since then, the CAM-CCBC has been in line with the requirements of this standard, through annual audits conducted by SGS, an independent certifying agency.
After the audit in 2019, in addition to the recertification related to the arbitration procedures administration, the CAM-CCBC has obtained the certification related to other administered conflict resolution methods, i.e. mediation, dispute boards and CCRD, valid until January 4, 2023. With this approval, the Center renews its pioneering with the restructuring and expansion of its Quality Management System.
CAM-CCBC Quality Policy
Making available, regardless of origin, nationality or affiliation to the Chamber of Commerce Brazil-Canada, the administration of appropriate methods of conflict resolution provided according to own regulations and applicable laws.
The pillars of the CAM-CCBC are: impartiality, independence, efficiency, transparency and continuous improvement of the Management System.
The survey is conducted annually to assess the users’ satisfaction concerning the administration services of the appropriate methods of dispute resolution provided by the Center. From the data collected by the survey, action plans for the continuous improvement of services based on the pillars of the Center Quality Policy are created by the CAM-CCBC team.
In 2020, the CAM-CCBC organized itself internally to ensure the continuity of more than 300 ongoing procedures, and determined emergency measures that ensured the remote and safe conduct of the proceedings under its management. We put into practice a project already in progress: migration to 100% electronic conduction of procedures.
In the 2020 survey we had 287 participants, which contributed to the following results:
participants in 2020
In view of the pandemic scenario, the survey focused on the evaluation of the virtual tools provided by the CAM-CCBC.
The chart below shows the satisfaction with virtual tools, technology support and advice, and digital infrastructure (provided platforms, guidance for access through guides and tutorials, use of network environment for document exchange, among others):
In this topic were evaluated: the work of the eight CAM-CCBC’s Secretariats, teams comprising lawyers specialized in alternative methods of dispute resolution, responsible for the administration of the proceedings, the General Secretariat work, event, relationships, marketing, finance, administrative, reception teams and other employees of the Center.
The evaluation of this aspect is directly related to the pillars of the CAM-CCBC, which assumes a neutral position in the administration of the proceedings submitted to it.
The CAM-CCBC Secretariat is technically specialized and conducts a differentiated work in comparison with other arbitration centers. In addition to supervising the levels of cordiality, promptness and technical knowledge, we make the follow up and incisive analysis regarding the compliance with deadlines.
The CAM-CCBC continuously develops new transparency mechanisms, always attentive to technological developments, especially in the virtual environment. Below is the satisfaction related to this topic: